Overlander Mountain Lodge Front Desk Supervisor

Stone Peak Restaurant - Jasper, AB
Full-time, Permanent


Interested in joining our team at The Overlander Mountain Lodge & Jasper East Cabins? As we do receive a high volume of applications, and in order to ensure a good fit, we'd like to take a few minutes of your time to tell you more about our operations and ourselves. From there, you may decide whether you'd like to move forward.

Who: We are the Griffiths' family, and we have a passion for this property, its setting, and especially, the people who choose to spend their vacation time with us. Although we have an excellent management team, who care for the property as though it were their own, we have owned and operated the Overlander for 27 years, during which time it has become known as one of the top lodges for fine dining and quality accommodation in the Hinton/Jasper area.

Where: We are located 15 minutes west of the town of Hinton, and 35 minutes east of the town of Jasper. We're just outside the East Gates of the National Park, overlooking one of the most scenic vistas the Rockies has to offer.

Both guests and staff come to the area because of the Jasper National Park and the exhilaration of either visiting or living in the mountains. They come for the fresh, clean air and rivers, the breathtaking views, the hiking, fishing, paddling, climbing, and mountain biking. In the winter, they enjoy snow-shoeing and both downhill and cross-country skiing.

What: A fifty-seat dining room is the centerpiece of Overlander's 40 hotel rooms and chalets, along with a second neighborhood of chalets nearby, which are rented year-round. The property is surrounded on all sides by mountains and forests and crisscrossed by hiking trails. Overlander is a mountain getaway, serving mostly families and couples, who come to us for the peace and the quiet.

When: A typical year at the Overlander follows the four seasons. Naturally, the staff at a holiday lodge, as in the hospitality industry everywhere, work while others are on holidays. While we are open year-round, the summer high season runs from June through September and is our busiest time, when we are most in service to both Canadian and International tourists. In the summer, we have a full staff of both seasonal and permanent employees, and we must ask that none of our staff take holidays. We do our best to give everyone two days off in a row each week. In the summer, however, these days cannot be guaranteed. Flexibility and downtime come in the shoulder seasons.

Why: We offer some of the finest onsite staff accommodation in the area. Newly built, and thoughtfully designed for comfort and convenience, each self-contained bedroom unit is fully furnished, has a private washroom with a shower, and access to satellite TV and internet. There is a bright, open common area for cooking and socializing, and balconies for enjoying the immediate outdoors. The common area is non-smoking & dry, while alcohol is permitted in staff rooms. Drunkenness in the common areas is not permitted.

In addition, a second staff accommodations building is currently being completed. Built with the environment in mind, the structure has been created from seacan shipping containers and will be reserved for quiet, health-focused employees. Residents will be non-smokers, and smoking will not be permitted either inside or out. Meanwhile, features include low emf, a grounding plug installed by each bed, no alcohol in common areas, and a shared yoga practice space, pending approval from the general manager.

With the Folding Mountains Trail right outside your door and for your enjoyment, please keep in mind that accommodations are located adjacent to guest chalets. And because our guests come to us for quiet mountain escapes, successful applicants, particularly those who require housing, will be those who seek the same. We, therefore, look for team members who are respectful both of guests and of other staff residents. For a more social atmosphere better suited to partying and drinking, we suggest seeking employment in the town of Jasper. The Overlander simply would not be the right fit for you.

How: The Overlander would not have built the reputation it has today if not for truly excellent staff, past and present. Members of our team have a strong work ethic, a positive attitude and are committed to providing memorable experiences for every single guest. To that end, it is important that staff members are cheerful, friendly, and professional.

If you believe this describes you, and you believe you would enjoy your time here and thrive, I welcome you to apply to continue with the hiring process. If after reading this, you've determined we wouldn't be a good fit for you, then I wish you the best in your search and hope you might choose to stay with us in the future. We look forward to hearing from you.

Clint Griffiths

Owner

Position Summary

Reporting to the Operations Manager, the front desk supervisor primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. , Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Provides technical support to the front desk and housekeeping staff when needed. The front desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

Accountabilities

Manage and oversee special events
Handle all administrative tasks
Use social media to market our business to gain exposure
Responsible for labor, scheduling, training and developing associates
Supervises daily front office operations and ensures compliance with all policies, standards and procedures
Schedules employees based on business demands and responsible for tracking employee time and attendance
Planning, organizing and directing team members to ensure the highest degree of guest satisfaction
Maintain inventory levels and complete purchase orders as required
Maintain the front desk budget, providing billing summaries and expenses
Supervises staffing levels to ensure that guest service, operations needs and financial objectives are met
Uphold the highest standards of cleanliness, safety, and conduct
Verifies that guest room status is communicated to guest reception in a timely and efficient manner
Prepare and conduct performance reviews of hourly associates
Coach and develop associates through career development and advancement opportunities
Ensure that department goals are communicated, understood, and met by associates
Respond promptly to requests from guests and other departments
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting using the guests’ names when possible
Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the health and safety program
Adhere to all environmental policies and programs as required
Other duties as assigned
Requirements

2 year diploma/degree from an accredited university in Hospitality, Travel & Tourism or related field
2 years of administrative or office management experience
Previous supervisory experience
Working knowledge of rooms management systems
Ability to work in a fast-paced environment
Job Types: Full-time, Permanent

Schedule:

Day shift
Holidays
Weekends
COVID-19 considerations:
All staff & customers are required to wear a mask, as well as adhere to social distancing precautions.

Ability to commute/relocate:

Jasper, AB (preferred)
Education:

Secondary School (preferred)
Experience:

customer service: 1 year (preferred)
supervisory: 1 year (preferred)

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